We are seeking an experienced SAP Integration Expert to design and implement integrations between our customer support platform and SAP systems. You will be responsible for building robust, scalable integrations that enable seamless data flow for helpdesk, CRM, and content management capabilities.
Key Responsibilities (Integration Development)
Design and develop SAP integrations following our established integration patterns across Helpdesk, CRM, and Content Management capabilities
Build APIs and connectors to pull support tickets, customer data, and knowledge articles from SAP Service Cloud, SAP CRM, and related modules
Implement data synchronization mechanisms to ensure real-time or near-real time data availability
Develop and maintain integration documentation, including API specifications and data flow diagrams
Technical Implementation
Work with SAP APIs (REST, OData, SOAP, BAPIs, RFCs) to extract and transform data
Implement authentication mechanisms (OAuth 2.0, SAML, API keys) for secure SAP connectivity
Candidate must be able to build POST/PATCH OData call with payload to trigger actions in SAP(not just read/extract)
Build and execute inbound REST/OData API calls to SAP systems including constructing POST and PATCH request with structured payload to trigger actions, update records, and invoke workflow within SAP service cloud SAP CRM and SAP S/4HANA
Build data mapping and transformation logic to align SAP data structures with our platform schema
Optimize integration performance and handle rate limiting, pagination, and error handling
SAP System Analysis (Inbound and Outbound Integration)
Demonstrate balanced proficiency in both inbound SAP integration ( external systems pushing data/ actions into SAP) and outbound SAP integrations (SAP pushing data to external systems) both directions required
Design and build inbound integration patterns including constructing OData/REST POST and PATCH requests with payloads to create or update SAP objects, triggering SAP workflows and action via API and handling SAP response or error structures.
Identify relevant SAP modules and objects for:
Helpdesk: Service tickets, cases, incidents, service requests, and related metadata
CRM: Customer master data, contact information, account details, interaction history, opportunities
Content Management: Knowledge base content (Note: SAP uses SAP Knowledge Central by NICE for knowledge management, which integrates with SAP Service Cloud - not a separate SAP module called "SAP Knowledge Central")
Map SAP field structures to our platform's data model
Understand SAP's ticketing and case management capabilities within Service Cloud and CRM modules
SAP Customer Experience (CX) suite - comprehensive customer engagement platform
SAP Service Cloud (formerly SAP C4C) experience in handling service ticketing and case management, and SAP sales cloud familiarity
SAP CRM - for traditional on-premise CRM functionality
SAP S/4HANA - for ERP customer and order data
Collaboration & Support
Work closely with product, engineering, and customer success teams to understand integration requirements
Provide technical guidance on SAP best practices and integration patterns
Support customer implementations and troubleshoot integration issues
Create integration guides and training materials for internal teams
Required Qualifications
SAP Expertise
5+ years of hands-on experience with SAP systems and modules
Deep knowledge of SAP Service Cloud (formerly SAP Cloud for Customer - C4C) and/or SAP CRM
Experience with SAP Customer Experience (CX) suite components including SAP Sales Cloud, SAP Service Cloud, SAP Marketing Cloud, SAP Commerce Cloud
Strong understanding of SAP integration technologies: SAP Integration Suite, SAP PI/PO, Dell Boomi, or similar middleware
Demonstrated experience with SAP API’s (OData,REST,SOAP,BAPI,RFC’s) covering both directions -outbound extraction of data from SAP and inbound construction of POST/PATCH request with payload to trigger actions and updates within SAP systems
Familiarity with SAP data structures, business objects, and standard processes
Knowledge of SAP Gateway for exposing APIs
Technical Skills
Proficiency in programming languages such as Java, Python, Node.js, or similar
Experience building RESTful APIs and webhooks
Strong understanding of API authentication and security protocols
Knowledge of data transformation, ETL processes, and data modeling
Experience with cloud platforms (AWS, Azure, GCP)
Familiarity with version control systems (Git) and CI/CD pipeline
Integration Experience - Inbound & Outbound
Proven track record of building 3rd party integrations with enterprise SAP systems covering both inbound (pushing data/actions into SAP) and outbound (consuming SAP data in external systems ) patterns
Ability to construct and troubleshoot inbound API calls to SAP : OData POST/PATCH request with well formed payloads, SAP endpoint authentication and interpreting SAP error responses
Experience integrating with helpdesk, CRM, or knowledge management platforms (Zendesk, Salesforce, ServiceNow, Jira, etc.)
Understanding of webhook patterns, polling mechanisms, and event-driven architectures
Experience with API rate limiting, error handling, and retry logic
Preferred Qualifications
SAP certification in relevant modules (SAP Service Cloud, SAP Sales Cloud, SAP CRM, SAP Integration Suite)
Experience with SAP Business Technology Platform (BTP) and SAP Cloud Platform
Knowledge of SAP Fiori and SAP UI5
Familiarity with SAP C/4HANA (SAP Customer Experience suite)
Experience with SAP CX AI suite capabilities specifically AI assisted ticket analysis,automated task assignment based on ticket content
Experience with SAP Gateway for OData service development
Knowledge of SAP HANA and in-memory database concepts
Experience with SAP legacy integrations patterns including IDoc and RFC/BAPI with demonstrated ability to go beyond basic connector set up to handle complex payload construction
Familiarity with microservices architecture
Experience with monitoring and logging tools (Datadog, New Relic, ELK stack)
Previous experience in a SaaS or customer support platform company
Understanding of GDPR and data privacy requirements for enterprise integrations
Experience with SAP Knowledge Central by NICE integration
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.
